INTRODUCTION
Anger Management – The co-worker who can productively confront his teammate about his negative attitude increases his team’s chance of success as well as minimizes destructive conflicts. The customer service agent who can defuse the angry customer not only keeps her customers loyal but makes her own day less troublesome. This one-day workshop is to help give you and your organization that edge.
1. OBJECTIVES
Be better able to recognize how anger affects your body, your mind, and your behavior.
Be better able to use the five-step method to break old patterns and replace them with a model for assertive anger.
Be better able to control your own emotions when faced with other peoples’ anger
Be better able to identify ways to help other people safely manage some of their repressed or expressed anger.
2. OUTLINE
What is Anger?
Managing Your Anger
Costs and Pay-Offs
What Are your Anger Pay-Offs?
The Anger Process
What is the Process?
Anger Log
The Problem with Trigger Thoughts
How Does Anger Affect Thinking?
Is Anger the Best Response?
Distorted Thinking
Managing Anger
Coping Strategies
Sanctuary
Relaxation Techniques
Communicating
The Four-Step Message
Are you a Good Listener?
Asking Questions
Three Keys
Behaviour Types
Taking Control
